web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA Workflow
Microsoft Dynamics CRM (Archived)

SLA Workflow

(0) ShareShare
ReportReport
Posted on by HajiraRoshan 550

I have created an SLA workflow to pausethe timer, Case type is request , and again resume when Case type is Problem ...But I just found that the timer keeps on running in the SLA eventhough the SLA status is in Paused...

Is there a way to pause the timer using the workflow ..

Thanks..

*This post is locked for comments

I have the same question (0)
  • Suggested answer
    Andreas Cieslik Profile Picture
    Andreas Cieslik 9,267 on at

    Make sure you created an enhanced SLA and configured the status mapping for pausing in the system Settings as described in this blog:

    rajeevpentyala.com/.../pause-sla

  • HajiraRoshan Profile Picture
    HajiraRoshan 550 on at

    Hi Cieslik,

    I had to Pause my SLA based on another field Casetype , which is not achievable through customizing .I tought , it can be solved by a workflow. But even when the Status is set to paused in Workflow .. the timer does not stop but continues to run ..

    Ineed to create the pause condition and the timer running because of the workflow also should stop...I have created over 6 complex workflows for each priority type..If not workflow is possible , can it be easily achieved through plugin?

    Thank you

  • Andreas Cieslik Profile Picture
    Andreas Cieslik 9,267 on at

    To reach the pause condition you certainly could use a plugin as well, if required.

  • HajiraRoshan Profile Picture
    HajiraRoshan 550 on at

    Hi ,

    Does any one have idea as to how timers pause status is manipulated with a plugin

    Thank you!!

  • Verified answer
    Andreas Cieslik Profile Picture
    Andreas Cieslik 9,267 on at

    Why don't you set the on hold status which is usually defined as pause status for your SLA via workflow or plugin?

  • HajiraRoshan Profile Picture
    HajiraRoshan 550 on at

    Yes Cieslik,

    but  my customer some how dont want to use existing status or add a new status to to the form to stop the timer. Rather he wants the timer to be stopped (better to show time ) or pause it .when Case type is Request ...

    I dont think , that there are plugin methods to manipulate timers ...

    Is there a way to add a new Html Webresourse or something that act as timer , which we can manipulate the timer to our rrequirement ?

    When some one has good Idea please share ..

    Thank you 

  • Chadi Tannous Profile Picture
    Chadi Tannous 1,039 on at

    you can only pause the time through the status

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans